P.A.L.M.S
The PALMS technique is a structured approach to de-escalation, designed to manage challenging behaviours safely and effectively. By focusing on non-verbal cues, positioning, and communication, PALMS helps prevent escalation while maintaining the dignity and safety of everyone involved.
PALMS is an acronym that stands for:
This document explains each component of the PALMS approach and how to apply it in educational, care, or other settings.
Pattern Interrupts
A pattern interrupt is a technique used to disrupt a repetitive or escalating behaviour or thought process. The goal is to break the cycle of escalation, allowing the individual to reset and refocus.
How to Apply:
- Use an unexpected question or statement to redirect attention: “What’s your favourite song right now?”
- Introduce a distraction or task: “Can you help me move these chairs?”
- Change the environment: Suggest stepping outside or moving to a quieter space.
Why It Works:
Disrupting the flow of escalating behaviour gives the individual a cognitive pause, reducing emotional intensity and creating space for calmness.
Attitude (Showing Empathy)
Your attitude and emotional state set the tone for the interaction. Demonstrating empathy and understanding helps build trust and reduces defensiveness.
How to Apply:
- Use a calm and supportive tone of voice.
- Validate the individual’s feelings: “I can see that this is really frustrating for you.”
- Avoid confrontation or criticism.
Why It Works:
When individuals feel understood and respected, they are more likely to cooperate and engage in problem-solving. Your calm demeanour can help regulate their emotions.
Look and Actively Listen
Effective de-escalation relies on observing non-verbal cues and listening attentively to what the individual is saying.
How to Apply:
- Look:
- Monitor body language for signs of distress or agitation.
- Maintain eye contact (if culturally or situationally appropriate) without staring.
- Actively Listen:
- Reflect back what the individual is saying to show understanding: “So, you’re upset because you feel like no one is listening. Is that right?”
- Avoid interrupting or rushing to solutions.
Why It Works:
Looking and listening attentively communicates respect and helps you identify the underlying causes of the behaviour.
Make Space
Maintaining physical distance ensures safety and helps reduce feelings of being threatened or trapped.
How to Apply:
- Stay at least 1.2 metres (4 feet) away from the individual.
- Position yourself near an exit to allow for a clear egress.
- Avoid crowding the individual, especially during moments of distress.
Why It Works:
Maintaining a safe distance reduces the risk of physical harm and helps the individual feel less cornered, which can lower their stress levels.
Stance
Your stance and positioning play a critical role in maintaining safety and reducing perceived threat.
How to Apply:
- Stand at an angle to the individual (not square-on), with your body turned slightly to the side.
- Keep your hands visible and relaxed to avoid appearing aggressive or defensive.
- Be prepared to move away quickly if needed.
Why It Works:
Standing at an angle is less confrontational and allows for quicker, safer movement if the situation escalates. A non-threatening stance also helps the individual feel more at ease.
Benefits of Using PALMS
Benefit
Impact
Enhances safety
Minimises the risk of harm to both staff and individuals
Encourages Cooperation
Builds trust and reduces defensiveness
Preserves Dignity
Focuses on respectful, non-confrontational techniques
Prevents Escalation
Disrupts negative patterns and creates opportunities for calm responses
Supports Emotional Regulation
Helps individuals feel understood and less threatened
Tips for Success
- Practise Techniques Regularly
Role-play scenarios to build confidence in using PALMS effectively. - Tailor Approaches to Individuals
Consider the specific needs and triggers of the individual. - Stay Calm and Consistent
Your demeanour significantly influences the outcome of the interaction. - Reflect and Learn
Review incidents to identify areas for improvement and refine your approach.
Conclusion
The PALMS technique offers a structured and compassionate approach to de-escalation, prioritising safety, empathy, and clear communication. By using pattern interrupts, maintaining a calm attitude, actively listening, giving space, and adopting a non-threatening stance, educators and caregivers can effectively manage challenging behaviours while preserving the dignity and well-being of those in their care.
Implementing PALMS as part of your de-escalation strategy not only prevents escalation but also fosters trust and positive relationships, creating a safer and more supportive environment for all.
Version: Version: 1.22